Desktop Support Engineer
January 2010 to Present
End user hardware and software support; primarily Windows with some Mac. PDA support of BlackBerry (with BlackBerry Enterprise Server), Android, and Apple devices. Remote support of both local and VPN users via WinVNC and Remote Desktop Connection. Account creation in Active Directory, Microsoft Exchange 2007 mailbox creation and maintenance, and maintaining backups using Backup Exec. Support of VOIP phone system and network printer support. Managing support requests using Service Desk Plus ticketing system. Some server administration utilizing VMware vSphere.
September 2002 to November 2009
Responsible for managing all aspects of technology for the organization. This included LAN and WAN connectivity; server, desktop and laptop computer support; and PDA/BlackBerry support. Provided support for remote users connecting through VPN and Citrix Presentation Server. Administered servers running Windows NT, 2000, & 2003 Server in a Windows Active Directory environment. Managed the organization's email system on Exchange Server versions 5.5, 2000, and 2007. Oversaw the daily backups utilizing Symantec Backup Exec and completed successful data recovery jobs. Managed the overall security of the network with the use of Symantec Antivirus, a WatchGuard Firebox firewall, and collaboration with a third party vendor for Spam filtering services. Responsible for the research, recommendation, and acquisition of all hardware and software and completed all necessary software installations, upgrades, and maintenance. Also charged with network and desktop printer support and provided support for network and local desktop scanners.
Technical Support Representative
May 2000 to December 2002
Responsibilities included assisting clients in the installation of MB Trading's proprietary software. Troubleshooting problems associated with the use of the software via telephone, email, support chat, and remote computer access. Responsibilities also included internal PC support such as software upgrades and installations.
B.A. in Business Administration - Information Systems
Active Directory Administration, Windows Administration (Server & Desktop), Microsoft Exchange Administration, VOIP Telephone Systems, Backup Exec, Symantec Enterprise Protection, Citrix Presentation Server, MS Office Support (all versions), VMWare, BlackBerry Enterprise Server Administration, Mac OS, PDA Support